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Call Redistribution for a Call Center Based on Speech Emotion Recognition
2020
Applied Sciences
Call center operators communicate with callers in different emotional states (anger, anxiety, fear, stress, joy, etc.). Sometimes a number of calls coming in a short period of time have to be answered and processed. In the moments when all call center operators are busy, the system puts that call on hold, regardless of its urgency. This research aims to improve the functionality of call centers by recognition of call urgency and redistribution of calls in a queue. It could be beneficial for
doi:10.3390/app10134653
fatcat:y2mjhoptbrbyvktz35jfhg6riu